The Contact Center of the Future is Here
A critical shift in the way your contact center engages with customers and your workforce is already underway. Are you ready?
A critical shift in the way your contact center engages with customers and your workforce is already underway. Are you ready?
Contact center leaders are racing to keep costs down while still providing superior customer service. In today’s call centers, this task is tougher than ever.
So, what should you do to deliver a great customer experience (CX) and get a leg up on the competition? Organizations that come out on top are adopting these two best practices:
Workforce Optimization helps you increase productivity and improve customer experience by optimizing agent staffing, coaching and performance. However, to stay ahead in today’s competitive landscape, workforce optimization alone simply isn’t enough.
Leading brands are retaining their top agents by providing flexibility and a satisfying work-life balance. They meet the needs of the new generation of employee by leveraging modern technology and experiences.
Workforce Engagement is the next step in the evolution of workforce optimization. Workforce Engagement software combines the solutions to optimize staffing, coaching and performance with real-time tools to optimize engagements across channels in the cloud.
Automation takes the pressure off businesses, which are rapidly reaching the breaking point. With automation, you can offload manual, repetitive tasks so your employees can focus on work that matters.
You can leverage automation to handle the increasing volume of customer interactions without increasing headcount.
Organizations who take advantage of these automation capabilities will win the race for customer loyalty.
A huge challenge in customer service is finding the specific information the customer needs among the vast amounts of data available. Watch Contact Center Innovations Real-time Speech Analytics & Knowledge Management
Sudden surges in remote employees and increased customer inquiry volume and types can result in your agents feeling overwhelmed and customers feeling frustrated. Read the Top 10 Benefits of Knowledge Management
Customers are using more channels and asking more difficult questions. At the same time, the needs and expectations of your workforce are also changing dramatically. Is Your Contact Center Future-Proof?
"Verint has a global reach with a deep understanding of customer engagement, CX, and contact center operations with significant market share and brand recognition."
"Customers contact enterprises at a greater rate over a greater number of channels. Enterprises react by adding headcount – an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. "
Verint Systems Inc.
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
+1 (631) 962-9600
fax: +1 (631) 962-9300
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